Job Description:

At Connect2Hackney, we work in close partnership with the London Borough of Hackney to find exceptional talent capable of shaping public services for the better.

We are currently recruiting a high-caliber Delivery Manager to lead a landmark initiative within Hackney's Digital, Technology & Customer Experience directorate: The Digital Access Transformation Programme.

Are you ready to fix the "front door" of public services? Local council access points are notoriously fragmented, tangled across legacy phone numbers, isolated departmental processes for high-stakes services like Social Care and Homelessness, and outdated online forms. We are looking for a sharp, driven Delivery Manager to change that story.

In this role, you won't be managing spreadsheets from the sidelines. You will own the hands-on delivery of a unified digital access strategy, integrating modern CCaaS systems, AI-driven triage, and seamless Resident Single Sign-On across Hackney's entire service ecosystem. If you want to eliminate friction for residents, streamline back-office operations, and leave behind a modern, accessible digital council, this is your opportunity to build it.

What You Will Do

• Drive Agile Programme Delivery: Lead complex, multi-workstream digital transformation projects from initial discovery and baselining through to alpha, beta, and live operational deployment.
• Transform Customer Access: Deliver modern customer contact models, including channel shift strategies, single front-door models, and CRM/Portal integrations.
• Integrate High-Stakes Services: Seamlessly connect core digital access points with critical service lines, including Adults & Children's Social Care, Housing & Homelessness, and Domestic Abuse case management.
• Leverage Next-Gen Tech: Implement modern contact center technologies, including Conversational AI (voicebots/chatbots), Robotic Process Automation (RPA) for legacy system bridging, and omnichannel CCaaS platforms.
• Empower & Coach Teams: Build and support multidisciplinary teams (developers, user researchers, service designers, business analysts) to deliver exceptional outcomes.
• Stakeholder Alignment: Negotiate and align competing directorate priorities around a unified Shared Front Door model.

Key Requirements & Essential Experience



1. Agile Delivery & Public Sector Transformation

• Proven track record leading complex digital transformation programmes within local government, Housing Associations, the NHS, or the broader public sector.
• Hands-on experience directing products through the complete lifecycle (Discovery, Alpha, Beta, Live).
• Experience with contact center transformation, channel shift strategies, and single front-door service architectures.

2. Service Design & Technology Ecosystems

• Deep understanding of high-stakes front-door integrations (Social Care, Housing, Domestic Abuse).
• Hands-on knowledge of modern CCaaS platforms, AI/Conversational AI (chatbots/voicebots), and RPA integration techniques.
• Functional grasp of Resident Single Sign-On (SSO), Identity Management, CRM platforms, and API-led integration.

3. Governance, Standards & Data

• Expert knowledge of Scrum and Kanban methodologies, backlog management, and sprint cycles.
• Strong commitment to web accessibility standards (WCAG 2.1/2.2 AA), content design, and online form optimization.
• Ability to track baseline metrics, failure demand, channel shift trajectories, and operational reporting.

4. Core Competencies

• Delivery Drive & Resilience: Outcome-focused, proactive in removing blockers and maintaining momentum within complex political environments.
• Strategic Communication: Ability to translate complex technical, AI, and architectural concepts into clear, persuasive language for non-technical leaders and elected members.
• User-Centric Approach: Champion resident needs, accessibility, and the protection of vulnerable cohorts.
• Commercial Expertise: Experience with soft market engagement, tenders, and supplier management.

Desirable Qualifications

• Agile Certifications: Certified ScrumMaster (CSM), AgilePM Practitioner, or PMI-ACP.
• Service Architecture / Management: ITIL or TOGAF principles as applied to digital service delivery.
• Public Sector Governance: Direct familiarity with GDS (Government Digital Service) / Local Digital Declaration service standards.

Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.